Service Delivery Coordinator

This is a fully remote position, open to applicants in California.

📋 Description

• Oversee the entire service delivery lifecycle for Race Communications’ fiber products, starting from order acceptance to service activation and handoff to support.

• Confirm orders for technical precision, serviceability, and construction necessities.

• Monitor and coordinate all delivery milestones, including design, permitting, construction, splicing, testing, and turn-up.

• Ensure that delivery schedules align with contracted timeframes and meet customer expectations.

• Act as the main service delivery liaison for ICB partners and direct business clients.

• Provide transparent and consistent status updates throughout the delivery process.

• Align delivery activities with channel partners while upholding Race Communications’ standards and timelines.

• Assist with escalations and resolve issues that impact service delivery.

• Collaborate with Sales, Engineering, Construction, Field Operations, Provisioning, and NOC teams.

• Arrange site surveys, fiber installations, demarc extensions, and service turn-ups.

• Identify risks associated with construction, access, permitting, or third-party dependencies and drive resolution efforts.

• Partner with third-party contractors, construction vendors, and local agencies as necessary.

• Monitor construction progress, vendor deliverables, and completion milestones.

• Ensure vendor work complies with Race Communications’ quality and safety standards.

• Maintain precise service delivery records in CRM, order management, and ticketing systems.

• Document timelines, dependencies, customer communications, and delivery notes.

• Support service delivery reporting, metrics, and continuous improvement initiatives.

• Set realistic expectations with customers and partners throughout the delivery lifecycle.

• Guarantee a seamless transition from service delivery to ongoing support and account management.

• Enhance customer experience by taking ownership of delivery outcomes and follow-up actions.

• Perform additional duties as required.

⛳️ Requirements

• Must be eligible for US employment without the need for sponsorship.

• At least 18 years of age.

• High school diploma or equivalent is required.

• An Associate's degree (A.A.) or an equivalent combination of education and experience is preferred.

• A minimum of 2 years of experience in service delivery, operations, or project coordination in a telecom, fiber ISP, or carrier environment is required.

• Strong knowledge of fiber service delivery workflows, including construction and provisioning is necessary.

• Experience working collaboratively with customers, partners, and internal teams in fast-paced, multi-stakeholder environments is essential.

• Proficiency with CRM and ticketing systems (Salesforce or similar preferred).

• Experience supporting ICB/channel partner models is preferred.

• Familiarity with fiber-based services such as DIA, Ethernet, Dedicated Fiber, and Wholesale connectivity is preferred.

• Understanding of permitting, construction timelines, and right-of-way considerations is preferred.

• Experience in coordinating field operations and service turn-ups is preferred.

• Knowledge of SLAs and enterprise service delivery expectations is preferred.

• Must be available for nights, weekends, holidays, and overtime as needed to respond to emergency repairs, outage restorations, and urgent maintenance requirements.

• Ability to communicate in English (speak, read, write, and understand) as it is the primary language used in the workplace.

• Bilingual skills in Spanish are desirable.

🏝️ Benefits

• 100% Company-Paid Medical and Dental Benefits.

• Complimentary Fiber Internet Service.

• Competitive base salary.

• Comprehensive Benefits Package: 100% company-paid medical and dental insurance (starting the 1st of the month following your start date), PTO (including vacation and sick leave), 11 paid holidays, paid birthdays, and 401k matching (4%).

• A culture rooted in integrity, mutual respect, and a shared purpose.

• Join a close-knit team—no faceless corporate environment here.

• Growth potential: promotions and new challenges are integral to our culture.